Intake and Administration Officer

Ethnic Communities Council of Queensland; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Salary packaging benefits

Employee Assistance Program

Job summary

Ethnic Communities Council of Queensland (ECCQ) in Indooroopilly, Brisbane, seeks an Intake and Administration Officer to be the first point of contact for new clients, supporting their care journey and coordinating referrals, onboarding and records across Community Care. You will handle enquiries, triage referrals and maintain accurate data across Care Systems and My Aged Care platforms.

The role requires customer-focused administration experience, excellent communication, attention to detail

Qualifications

• Certificate III or IV in Business Administration or equivalent experience.
• Current National Police Check or willingness to obtain one.
• Experience in intake, reception or administration, preferably within aged care, health or community services.
• Strong verbal and written communication skills with a professional and empathetic telephone manner.
• Excellent organisational skills and attention to detail.
• Ability to manage competing priorities and meet deadlines.
• Proficiency in Microsoft 365 applications.
• Experience using client management databases and the ability to quickly learn new systems.
• Understanding of privacy, confidentiality and record-keeping requirements.
• Knowledge of, or ability to quickly learn, My Aged Care and Support at Home programs.
• Commitment to culturally inclusive service delivery.
• Desirable: Experience with Care Systems and NEO.
• Understanding of government-funded aged care programs, fees and admission processes.
• Experience working with interpreters and culturally diverse communities.
• Proficiency in a community language other than English.

Responsibilities

• Receive, triage and process referrals and enquiries from My Aged Care, hospitals, GPs, families and self-referrals.
• Monitor the My Aged Care Portal and ensure referrals are actioned within agreed timeframes.
• Provide information to consumers and participants about available services and support options.
• Complete intake procedures in accordance with organisational policies and guidelines.
• Maintain waitlists and ensure prospective client information remains current and accurate.
• Serve as a first point of contact for clients, families and stakeholders.
• Respond to telephone and email enquiries in a professional and timely manner.
• Arrange interpreter services when required.
• Create and maintain accurate participant records in Care Systems, NEO and other approved platforms.
• Verify My Aged Care classifications, funding and participant details.
• Prepare welcome packs, service agreements and consent documentation.
• Track and follow up onboarding documentation to ensure timely service commencement.
• Process new admissions within the Client Management System and My Aged Care Gateway.
• Manage clinician diaries and appointment schedules.
• Confirm appointments and provide reminders to participants.
• Ensure all relevant information is available for Care Partners and clinical teams to commence services.
• Maintain intake registers, waitlists and reporting data.
• Prepare reports on referral activity, response times and service conversions.
• Ensure records, correspondence and documents are maintained in accordance with privacy, record-keeping and information security requirements.
• Support continuous improvement initiatives, systems enhancements and process reviews.

Skills

Communication skills

Attention to detail

Organisational skills

Microsoft 365

Data entry

Client management databases

Prioritisation

Education

Certificate III or IV in Business Administration

Tools

Care Systems

NEO

My Aged Care Gateway

My Aged Care Portal

Job description

Ethnic Communities Council of Queensland – Indooroopilly QLD

Intake and Administration Officer

We are seeking a professional, compassionate and highly organised Intake and Administration Officer to join our Community Care team. This is an exciting opportunity to be the first point of contact for new and prospective clients, supporting them through their care journey while contributing to the growth and success of our Community Care services.

About the Role

As the Intake and Administration Officer, you will play a key role in ensuring a welcoming, responsive and efficient experience for clients, families, representatives and referrers.

You will coordinate enquiries and referrals, support client onboarding, maintain accurate records, and provide administrative support across the Community Care team. Your work will help ensure clients receive timely access to services that support their individual needs and goals.

Key Responsibilities

Intake and Referral Management

• Receive, triage and process referrals and enquiries from My Aged Care, hospitals, GPs, families and self-referrals.
• Monitor the My Aged Care Portal and ensure referrals are actioned within agreed timeframes.
• Provide information to consumers and participants about available services and support options.
• Complete intake procedures in accordance with organisational policies and guidelines.
• Maintain waitlists and ensure prospective client information remains current and accurate.

Customer Service and Call Centre Support

• Serve as a first point of contact for clients, families and stakeholders.
• Respond to telephone and email enquiries in a professional and timely manner.
• Arrange interpreter services when required.
• Direct enquiries and messages to the appropriate team members.

Client Onboarding and Administration

• Create and maintain accurate participant records in Care Systems, NEO and other approved platforms.
• Verify My Aged Care classifications, funding and participant details.
• Prepare welcome packs, service agreements and consent documentation.
• Track and follow up onboarding documentation to ensure timely service commencement.
• Process new admissions within the Client Management System and My Aged Care Gateway.

Service Coordination Support

• Manage clinician diaries and appointment schedules.
• Confirm appointments and provide reminders to participants.
• Ensure all relevant information is available for Care Partners and clinical teams to commence services.

Compliance and Reporting

• Maintain intake registers, waitlists and reporting data.
• Prepare reports on referral activity, response times and service conversions.
• Ensure records, correspondence and documents are maintained in accordance with privacy, record-keeping and information security requirements.
• Support continuous improvement initiatives, systems enhancements and process reviews.

About You

You are a customer-focused administrator with excellent communication skills, strong attention to detail and a genuine commitment to supporting older people and culturally diverse communities.

Essential Requirements

• Certificate III or IV in Business Administration or a related field, or equivalent demonstrated experience.
• Current National Police Check or willingness to obtain one.
• Experience in intake, reception or administration, preferably within aged care, health or community services.
• Strong verbal and written communication skills with a professional and empathetic telephone manner.
• Excellent organisational skills and attention to detail.
• Ability to manage competing priorities and meet deadlines.
• Proficiency in Microsoft 365 applications.
• Experience using client management databases and the ability to quickly learn new systems.
• Understanding of privacy, confidentiality and record-keeping requirements.
• Knowledge of, or ability to quickly learn, My Aged Care and Support at Home programs.
• Commitment to culturally inclusive service delivery.

Desirable

• Experience with Care Systems and NEO.
• Understanding of government-funded aged care programs, fees and admission processes.
• Experience working with interpreters and culturally diverse communities.
• Proficiency in a community language other than English.

Why Diversicare?

Since 1989, Diversicare has delivered culturally appropriate in-home care, supporting older people and people with disability, alongside health education and resources for consumers and aged care providers. As a division of ECCQ, we carry forward a proud history of advocacy for multicultural communities dating back to 1976.

We take our responsibility to keep our clients, residents and workplaces safe seriously, and we're committed to a workforce that reflects the diversity of the communities we serve. We welcome applications from Aboriginal and/or Torres Strait Islander people, people from CALD and LGBTQIA+ communities, and people with disability.

What's in it for you:

• Generous salary packaging benefits
• Employee Assistance Program
• A central very modern Indooroopilly location, close to public transport
• A values-driven organisation committed to diversity, inclusion and person-centred care.